Technical Support Specialist II

Located in the fastest-growing region of the state, the University of North Georgia is a multi-campus university with an enrollment of over 20,000 students, making it one of the largest institutions in the University System of Georgia. UNG is focused on a mission of educational excellence, leadership development and community engagement opportunities that develop students into leaders for a diverse and global society. Through a variety of educational pathways that provide access and range from certificates and associate degrees to a professional doctoral program, UNG is responsive to regional education and economic development needs. Federally designated as a senior military college, one of the university’s signature leadership programs is its 800-member Corps of Cadets on UNG’s Dahlonega Campus.

The University of North Georgia is currently accepting applications for a Technical Support Specialist II on the Cumming campus. The Technical Support Specialist’s role is to provide efficient and effective technical support to end users, and to maintain UNG’s computing equipment environment. This includes installing, diagnosing, repairing, maintaining, and upgrading end user hardware, software, and equipment to ensure optimal performance. The technician will also troubleshoot problem areas (in person, by telephone, remote tools, or via email) in a timely and accurate fashion and provide end-user assistance where required. The Cumming TSS representative works closely with the Endpoint System Engineering, Network Services, Enterprise AV Services, as well as the Service Desk and other IT units, to ensure continuity of best practices and support methods among the Cumming campus buildings. The Cumming TSS representative is the eyes, ears, and hands of those IT units that do not have direct representation on the Cumming campus. A smartphone is required for job duties.

Please be advised that any offer of employment is contingent upon your eligibility to work in the United States. The university is aware of recent federal changes that may significantly increase the cost of filing H-1B visa petitions.

As a public institution, the university’s ability to cover such costs is subject to budgetary constraints and state funding policies. Therefore, while we remain committed to supporting international faculty hires, we cannot guarantee payment of any newly imposed or increased visa-related fees.

If you have any questions regarding the visa policy, please contact Monica Arrendale at (706) 867-4470.

• Receive and respond to incoming calls, service desk tickets, email, or chat regarding technical incidents. Provides critical support for end-user technology. Provides technical assistance to faculty, staff, and students. Performs contracted configuration changes in coordination with other IT units.
• Perform analysis, diagnosis, and Tier I/II/III resolution of technical issues for end users, including remote repair for remote users as needed. Contributes to the creation and updating of support documentation and provides in-time training to campus faculty and staff.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
• Coordinate advanced support with other IT units and provide assisted advance support for those areas on the campus.
• Assist with maintaining, and upholding procedures for logging, reporting, and monitoring end-user device operations.
• Other duties as assigned.

Knowledge, Skills & Abilities

• Knowledge of PC hardware installation and repair, Windows and Apple operating systems and peripheral installation and support. 
• Knowledge of PC networking in an Active Directory environment. 
• Knowledge of PC imaging, remote management, and remote support. 
• Working level knowledge of ITIL processes and ITSM best practices. 
• Must possess excellent troubleshooting and problem-solving skills and the ability to multi-task, manage workload, and meet deadlines.   
• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone; on occasion, strength to lift and carry objects weighing up to 25 pounds. 
• Sitting for extended periods of time; maintain a smartphone for responding to emails, workorders, and Teams messages while in the field; maintain a state-issued driver’s license in good standing.

• Associate degree (Computer Science or Computer Information Systems preferred), 60 credit hours towards a degree, or equivalent combination of education and experience.
• One year of general computer installation, maintenance and repair experience.
• Driver’s License. Dell, A+ or equivalent IT-related certification required.

• Apple, Microsoft, and ITIL certification desired.
• Experience in computer life-cycle management and operations management preferred. 
• Experience in project management desired.

Minimum starting salary: $22.79 per hour

• Resume
• Cover letter
• Contact information for three professional references. 

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

The University of North Georgia, a regional multi-campus institution and premier senior military college, provides a culture of academic excellence in a student-focused environment that includes quality education, service, research, and creativity. This is accomplished through broad access to comprehensive academic and co-curricular programs that develop students into leaders for a diverse and global society. The University of North Georgia is a University System of Georgia leadership institution and is The Military College of Georgia. More details on the UNG Mission, Values, Vision, and Culture can be found at https://ung.edu/about/mission-vision-values.php 

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with the University of North Georgia, as determined by University of North Georgia in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.

The University of North Georgia, a unit of the University System of Georgia, is an Affirmative Action/Equal Opportunity employer and does not discriminate on the basis of race, color, gender, sex or national origin, age, disability, religion, genetics or veteran status. Georgia is an open records state. Also, UNG is a federal contractor and desires priority referrals of protected veterans.

• This is not a supervisory position.
• This position does not have any financial responsibilities.
• This position will be required to drive.
• This role is considered a position of trust.
• This position does not require a purchasing card (P-Card).
• This position may travel 1% – 24% of the time
• This position does not require security clearance.

Please note: the University of North Georgia career board updates daily, positions are subject to be removed without prior notice or before the posting expires.

• Position of Trust + Education